Senior Technical Support EngineerStrongMail Systems

THIS JOB HAS EXPIRED

(Locations: San Francisco Bay Area, Dallas, New York City)
At StrongMail, we love email. More specifically, we love STRONG email. Email that is anticipated and desired by its recipient. Email that is integrated with other channels. Email that gets the job done. That's the type of email we help marketers create. How are we different? It?s the people. StrongMail Systems is currently looking for highly motivated and passionate individuals to provide insanely awesome support. We are looking for eager folks whom are willing to dedicate themselves to learning the product, and helping our customers take full advantage of our technology. If you like working in a high energy and fun environment, StrongMail?s world-class Support organization is the place for you. We are looking to hire talented individual in the San Francisco Bay Area, Dallas and New York City.

Provide expert technical and product support to our customers.
Respond promptly and professionally to customer issues received via telephone, email, web, & internal escalations.
Participate in StrongMail's community help and support forums.
Consult with customer to provide best solutions for complex problems or requests.
Document each customer incident in support tracking system in a clear, concise, and understandable format.
Create test cases or work with customer to provide exact means to reproduce customer issues.
Create bug reports and interact with Engineering team on product defects.
Escalate any unresolved customer issue to appropriate resources and seek timely resolution.
Provides customers with step-by-step instructions; contributes information to new training development programs.
Mentor teammates on areas of expertise.
Continually search for ways to improve customer experience with StrongMail: 20%

Contribute to technical reviews within Engineering.
Improves documentation and other customer resources by recommending changes in documentation.
Improves product performance by identifying persistent problems; recommending changes; forwarding information to product development staff.
Recommends new methods of responding to and resolving customer issues.
Add to and maintain internal and external knowledgebase.
Required Skills & Experience:
Extreme customer focus
Strong technical troubleshooting skills, perseverance, and patience
The ability to effectively multi-task and juggle priorities
The ability to communicate and empathize with all levels of customers; executives, end users, and developers
In-depth knowledge of Linux/Unix OS, preferably RedHat/CentOS.
Strong knowledge of system administration, including networking.
Strong knowledge of SMTP protocol and email delivery systems (sendmail, qmail, exchange, etc.).
Experience with PostgreSQL or other object-relational databases.
Application development experience using Perl, C++, JAVA, SQL, or AJAX a plus.
Minimum Job Requirements:
Education: Minimum B.S degree in Computer Science or equivalent.
Experience: Minimum of 5 years experience as a Senior Technical Support Engineer, most of which should have been spent in a customer facing role.
StrongMail Systems is an equal opportunity employer.